Standard Optical Company (all Utah Locations)

Complaint: [redacted] I am rejecting this response because: I was never told any of thisPlease send the refund and the glasses to my home you have on fileAlso I was never told that my insurance didn't pay or I would have paid itI would like to pay it and it removed off my credit reportthere was obviously no communication to me about any of this or I would have gotten the refund Sincerely, [redacted] ***

We have reversed the charges for [redacted] and she has been into the office to pay her co-payShe no longer has a outstanding bill for medical and paid for her routine exam

After reviewing this complaint and patients file, Lori was charged correctly for her son Jackson's glasses. Medicaid covers a pair of basic non coated plastic lenses and a frame that is equal or less then $49.95.Lori came in and brought her sons prescription in to get glasses. The staff had her fill... out the proper paperwork that all Medicaid patients fill out which states that if Medicaid doesn't cover their order, then it is the patients responsibility. Medicaid doesn't cover any upgrades, coatings, polycarbonate lenses, scratch or UV protection. If a patient decides to have these upgrades, the patient must pay in full at the time of service.That is what Lori paid for on Jackson's glasses. We did receive payment from Healthy U Medicaid for $49.95 for frame and $49.95 for basic lenses. Also, Mary I [redacted] did call on behave of the patient and spoke with Cheyenne in our billing department. After speaking with Cheyenne and reviewing the order and the signed documents, it was determined that this order and charges were correct. The patient paid for the upgrades they got and Medicaid paid 100% of what they will cover.Thanks, Aundrea B [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We did offer to refund the patient for $for the contacts she never receivedWe don't keep credit cards on file for our customers to refundAt this point, if she would like us to mail a check to her for this credit, we can do so if she would prefer thatNormally when a purchase has been made on a credit card, it needs to be refunded back to that same cardI have attached notes from her accountShe went to collections for her examShe had the exam and owed $for that visitKim paid for the glasses and they are custom made and not refundableShe received 1/off the glasses for ordering contactsThe staff did go back and price adjust her contacts and then she didn't want them any longerWe also sent her many notices letting her know that she was responsible for her exam and would go to collections ProfileAppointmentsInsuranceNotesRxOrdersTransactionsRecall Urgent Followup Associate select Note Types Urgent Only Followup Only AssociateDateNoteUrgentFollowup Admin5/27/12:00:AMThird Notification : Letter was sent to patient on 5/27/for Claim # [redacted] ($).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit Admin4/22/12:00:AMSecond Notification : Letter was sent to patient on 4/22/for Claim # [redacted] ($).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit l [redacted] 3/30/12:43:PMSpoke with [redacted] , all appropriate documentation has been sent in to Revdex.comIf patient comes in please let her know that we are happy to refund the contacts but per the signed stancare agreement, glasses are custom made and we are unable to refund the price of the glassesAny other questions please contact myself or [redacted] LataEdit Admin3/18/12:00:AMFirst Notification : Letter was sent to patient on 3/18/for Claim # [redacted] ($).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit [redacted] 2/3/11:59:AMI have called her xs and missed her call onceShe left complaint on website.Edit l [redacted] 1/28/6:42:PMThe previous novel was written by LataEdit tp***1/28/6:40:PMPATIENT LIVID She came in and was picking up her contacts and said was told we would price match at pick upI explained that the insurance was used toward contacts we can only use one or the otherthen the stancare she purchased picked up half off of the glassesShe said she was never told anything and I should honor the price matchThen she said return them her mother is an optician and works at costco so she will go there for contactsI told her glasses were custom made and all sales are finalI would be happy to return the contacts and stancareAs they stood here she was fitted to her glasses while I was refunding the contacts and stancareI used the insurance toward the glasses as she asked and then I asked her if she wanted me to price match the contacts nowShe said yes since we have themThe total for contacts came to I then confirmed that she didn't want the stancare or to warranty the glassesShe said that she really liked the doctor and that would be beneficialSo her and her costco mother discussed it and said to add the stancare back onI didThe total came to $more than the way my optician originally entered itThen she got heated and said she was never told what she was purchasingShe stated that she was never asked what she wantedI asked her when you handed over your debit card did you not know what you were purchasingShe accused my optician of doing undermining trickery when selling her glasses and contactsI do not believe that this optician kept the information from the patient she is always always very thorough and explains to the patient what they are gettingThe patients mother prior to this asked if the glasses had AR and got in detail about what was included on the lensShe said that's greatThen the patient back tracked and said she only wanted what her mom said on her lensesThat was our MSP just described separately by the motherThen she said well the glasses are only $why are they so muchI explained that the lenses were separate and the original pricing of half off frame and lenses was a better discount than what the insurance was giving her

After looking into Hannah's billing issues, there looks to be a lot of miscommunication with the patients insuranceShe had multiple insurances at the time and some how the store failed to explain and collect all the information needed to properly bill.We have contacted the collection agency and
have removed this family from collections and will also handle their bill on our endIt was taken care of today June 16th, 2015.Thanks,Aundrea ***Client Relations

We spoke with the Holladay manager who actually helped ***She stated she informed her when she got to her appointment that her insurance is only for hardwareIt was never stated to her that she had exam coverageJenny, the manager told her she would give her a discount for the exam because
she has Select Health medical insuranceThe discount for that is $for a regular eye glass examShe had a contact exam and the contact fitting fee is $no matter where you goThat is the standard fee and you can't bill fitting fees to insurance eitherSo, since *** had an exam and was fitted for contacts, she was charged $which was discounted from $59.95, and then she had to pay the $for the fitting feeThere was no extra hidden charges

***,We are sorry to hear that your glasses are brokenWe understand your frustration thereYour last exam was in August which is past the years in order to dispense contacts without a current doctor visitThis isn't a Standard Optical policy, it is standard practice in the state of Utah
as well as many other states.Contacts are considered a medical devise that you put in your eyes and that is why the employee wasn't able able to dispense a trial to youDo you currently have insurance? We can set you up for an exam and get you trials during your appointmentIf you don't have insurance, because of your situation, we would be happy to offer you half off of the exam.My name is Aundrea and I am the Customer Service ManagerI would be happy to speak with you today and help you get something set upYou can call me directly at 801-631-7995. Thank you!Aundrea B***Standard Optical [email protected]

We have completed written off the patients billShe shouldn't receive any further statements for her children's exams

After reviewing this complaint and patients file, Lori was charged correctly for her son Jackson's glasses. Medicaid covers a pair of basic non coated plastic lenses and a frame that is equal or less then $49.95.Lori came in and brought her sons prescription in to get glasses. The staff had her fill...

out the proper paperwork that all Medicaid patients fill out which states that if Medicaid doesn't cover their order, then it is the patients responsibility. Medicaid doesn't cover any upgrades, coatings, polycarbonate lenses, scratch or UV protection. If a patient decides to have these upgrades, the patient must pay in full at the time of service.That is what Lori paid for on Jackson's glasses. We did receive payment from Healthy U Medicaid for $49.95 for frame and $49.95 for basic lenses. Also, Mary I[redacted] did call on behave of the patient and spoke with Cheyenne in our billing department. After speaking with Cheyenne and reviewing the order and the signed documents, it was determined that this order and charges were correct. The patient paid for the upgrades they got and Medicaid paid 100% of what they will cover.Thanks, Aundrea B[redacted]

[redacted], I will have a check and your glasses mailed to you. As far as taking care of the exam, it went to collections and needs to be paid thru them. In the last message I attached that several statements were mailed to you about your bill that was due. With insurance, we will bill and with any insurance there is no guarantee that it will be covered. We also can't know every persons insurance and if a claim is denied, it is the customers responsibility.  I will have your glasses and check sent out no later then Monday. Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because: I was never told any of this. Please send the refund and the glasses to my home you have on file. Also I was never told that my insurance didn't pay or I would have paid it. I would like to pay it and it removed off my credit report. there was obviously no communication to me about any of this or I would have gotten the refund.  
Sincerely,
[redacted]

After reviewing Mrs. [redacted]'s account, we have on file a signed Stancare which states you understands that we do not do refunds on custom made eyewear. It is also on the receipt that the patient received when she made her order. We are happy to refund her for the contacts that she ordered, but she is...

responsible to pay for her custom made glasses.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have reversed the charges for [redacted] and she has been into the office to pay her co-pay. She no longer has a outstanding bill for medical and paid for her routine exam.

We did offer to refund the patient for $230.47 for the contacts she never received. We don't keep credit cards on file for our customers to refund. At this point, if she would like us to mail a check to her for this credit, we can do so if she would prefer that. Normally when a purchase has been...

made on a credit card, it needs to be refunded back to that same card. I have attached notes from her account. She went to collections for her exam. She had the exam and owed $159.95 for that visit. Kim paid for the glasses and they are custom made and not refundable. She received 1/2 off the glasses for ordering contacts. The staff did go back and price adjust her contacts and then she didn't want them any longer. We also sent her many notices letting her know that she was responsible for her exam and would go to collections.  ProfileAppointmentsInsuranceNotesRxOrdersTransactionsRecall Urgent Followup Associate select Note Types Urgent Only Followup Only   AssociateDateNoteUrgentFollowup Admin5/27/2016 12:00:00 AMThird Notification : Letter was sent to patient on 5/27/2016 for Claim # [redacted] ($159.00 ).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit Admin4/22/2016 12:00:00 AMSecond Notification : Letter was sent to patient on 4/22/2016 for Claim # [redacted] ($159.00 ).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit l[redacted]3/30/2016 12:43:03 PMSpoke with [redacted], all appropriate documentation has been sent in to Revdex.com. If patient comes in please let her know that we are happy to refund the contacts but per the signed stancare agreement, glasses are custom made and we are unable to refund the price of the glasses. Any other questions please contact myself or [redacted]. LataEdit Admin3/18/2016 12:00:00 AMFirst Notification : Letter was sent to patient on 3/18/2016 for Claim # [redacted] ($159.00 ).*REASON:No vision coverage*COMMENT:Patient's coverage with Opticare of Utah termed on 12/31/2015Edit [redacted]2/3/2016 11:59:59 AMI have called her 2 xs and missed her call once. She left complaint on website.Edit l[redacted]1/28/2016 6:42:08 PMThe previous novel was written by LataEdit tp[redacted]1/28/2016 6:40:57 PMPATIENT LIVID She came in and was picking up her contacts and said was told we would price match at pick up. I explained that the insurance was used toward contacts we can only use one or the other.. then the stancare she purchased picked up half off of the glasses. She said she was never told anything and I should honor the price match. Then she said return them her mother is an optician and works at costco so she will go there for contacts. I told her glasses were custom made and all sales are final. I would be happy to return the contacts and stancare. As they stood here she was fitted to her glasses while I was refunding the contacts and stancare. I used the insurance toward the glasses as she asked and then I asked her if she wanted me to price match the contacts now. She said yes since we have them. The total for contacts came to 191.29. I then confirmed that she didn't want the stancare or to warranty the glasses. She said that she really liked the doctor and that would be beneficial. So her and her costco mother discussed it and said to add the stancare back on. I did. The total came to $20 more than the way my optician originally entered it. Then she got heated and said she was never told what she was purchasing. She stated that she was never asked what she wanted. I asked her when you handed over your debit card did you not know what you were purchasing. She accused my optician of doing undermining trickery when selling her glasses and contacts. I do not believe that this optician kept the information from the patient she is always always very thorough and explains to the patient what they are getting. The patients mother prior to this asked if the glasses had AR and got in detail about what was included on the lens. She said that's great. Then the patient back tracked and said she only wanted what her mom said on her lenses. That was our MSP just described separately by the mother. Then she said well the glasses are only $49.95 why are they so much. I explained that the lenses were separate and the original pricing of half off frame and lenses was a better discount than what the insurance was giving her.